Principal Product Manager – Conversation AI

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HighLevel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💼 Consulting

📦 Logistics

☁️ SaaS

💰 Series A on 2021-11

Consulting • Logistics • SaaS

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

📋 Description

• Define and drive the long-term product vision, strategy, roadmap, and product architecture for HighLevel Conversation AI. • Own the complete Conversation AI system, including agent creation, prompts, knowledge, actions, visual flows, channel deployment, routing, testing, monitoring, permissions, templates, APIs, and lifecycle management. • Establish product principles for AI responses, actions, transfers, follow-ups, and human handovers. • Develop deep understanding of agencies, SMBs, multi-location businesses, and conversation-heavy industries. • Review customer conversations, AI failures, support tickets, configurations, implementation challenges, and customer outcomes. • Translate customer and platform problems into strategic choices, requirements, decision documents, system models, roadmaps, and success criteria. • Partner with Engineering and AI leadership on LLM orchestration, model selection, context management, tool invocation, retrieval, latency, reliability, evaluation, observability, data architecture, and cost. • Build evaluation frameworks and define testing and release standards for AI systems. • Partner with Design to simplify agent discovery, creation, configuration, training, testing, deployment, debugging, optimization, and reuse. • Improve integrations with Contacts, Conversations, Calendars, Workflows, Opportunities, Payments, Knowledge Base, Custom Fields, Custom Objects, and Reporting. • Define multi-agent platform models, routing priorities, context preservation, and human handovers. • Develop observability and debugging experiences for context, model responses, retrieved knowledge, tool calls, latency, errors, and execution timelines. • Define product-funnel instrumentation covering creation, training, testing, deployment, usage, outcomes, retention, and expansion. • Own decisions involving privacy, data retention, access controls, consent, opt-outs, sensitive information, channel policies, model behavior, and abuse prevention. • Partner with Product Marketing, Support, Implementation, Account Management, Affiliates, Finance, and Revenue Experience on positioning, adoption, implementation, pricing, costs, margins, and product limits. • Influence strategy across HighLevel's broader AI Employee organization and collaborate with Product, Engineering, Design, Data, GTM, and executive leadership. • Mentor PMs and improve product thinking, AI evaluation, strategy, and decision-making across the organization.

🎯 Requirements

• 12+ years of product management experience owning complex B2B SaaS, AI-agent, communications, CRM, workflow-automation, customer-support, or platform products. • Experience operating as a Principal PM, Staff PM, Lead PM, product founder, or equivalent senior individual contributor. • Evidence of defining product strategy across multiple teams and delivering sustained business outcomes. • Strong understanding of AI-agent product design and dependable execution of business tasks. • Experience with conversational AI, AI agents and tool use, customer-service automation, CRM and customer communications, workflow automation, knowledge retrieval/RAG, developer platforms, messaging, or contact-center products. • Technical fluency in LLM behavior, retrieval, orchestration, APIs, data models, latency, evaluation, observability, reliability, and model economics. • Strong judgment regarding AI quality, trust, testing, monitoring, debugging, and production improvement. • Strong systems thinking across conversations, contacts, calendars, workflows, opportunities, knowledge, permissions, billing, analytics, and channel infrastructure. • Ability to distinguish AI demonstrations from safe, reliable products operating across millions of interactions. • Experience simplifying technically sophisticated systems for non-technical customers. • Strong understanding of multi-tenant SaaS and agencies, franchises, multi-location businesses, or reseller ecosystems. • Strong customer instincts and willingness to inspect conversations, logs, support issues, implementation problems, and product data. • Commercial judgment across adoption, packaging, pricing, retention, AI costs, gross margin, and partner economics. • Ability to influence senior stakeholders and multiple teams without direct reporting authority. • Excellent written communication for strategy documents, product requirements, architectural decisions, evaluation plans, executive updates, and launch narratives. • High ownership, intellectual honesty, execution velocity, and comfort making difficult prioritization decisions in a remote-first environment. • Bonus experience with production AI agents, LLM orchestration, function calling, memory, model routing, multi-agent systems, RAG, evaluation systems, messaging infrastructure, appointment scheduling, workflow automation, APIs, webhooks, marketplaces, agency/SMB products, and AI pricing or cost management.

🏖️ Benefits

• Remote-first work environment • Opportunity to learn the intricacies of scaling a B2B SaaS startup • Opportunity to develop impactful products • Well-funded and profitable company • Equal Opportunity Employer